Jaclyn Thompson Email & Phone Number

Whitefish, Mt, Us

San Francisco, California, Us

Helping our customers win by delivering custom training sessions on data governance, product analytics, data implementation, hands on workshops and custom trainings based on unique customer needs. Some of the task I own in this role are: - Deliver training sessions to all levels of audience, from analyst to C-Suite- Create and deliver webinars around product analytics best practices- Custom create project-based customer trainings to enhance the value of Heap in a company's product suite

San Francisco, California, Us

As a Professional Services Consultant, I worked with customers to strategically implement Heap to meet their unique data goals and objectives. I also lead additional analytics consulting engagements for existing customers to add value to their Heap experience. Through project management, product expertise, and strategic advisement, I accelerate customers path to value in alignment with Heap’s path to NRR goals.Some of the task I owned and delivered during this time were: - Owned and delivered concurrent customer projects across various customer segments (SMB/MM) and verticals (eCommerce, SaaS, FinTech). Projects included onboarding implementations, custom analytics and reporting engagements, data governance consultations, and enablement sessions- Translated business requirements into custom Heap solutions, providing customers with recommendations on custom data enrichment and cross-platform data analysis (Web, iOS, and Android), security and privacy configurations, and data integrations.- Managed project assignment and resource allocation - Created and improved upon existing Service packages and collateral to create appealing and value adding offerings based off of customer needs I saw through my engagements

San Francisco, California, Us

I manage a team of Customer Experience Advocates. This includes performance management, culture building, collaboration, process creation and implementation, hiring, career growing, and all the other elements that go into building a world-class customer support team. My team is the voice of Loom to the customer and the voice of the customer to Loom, the connective tissue between the two. As CXA's we are driven with Customer-oriented dedication to advocate for the needs of our users and do what is within our power to elevate the customer experience with Loom. From troubleshooting to education, to expansion and retention, we strive for a world-class experience through it all.

San Francisco, California, Us

San Francisco, California, Us

Enhancing work communication and bringing back its humanity.

Austin, Texas, Us

Coach and develop 5-12 support reps each month based on department needs. (including One-on-ones, in the moment call coaching, goal-setting, call debriefs, career-pathing, and formal trainings)

Austin, Texas, Us

- Moved to Onboarding Quality Assurance role to focus on streamlining administrative work involved in the onboarding process, improving team scheduling and monitoring data accuracy - Ensured our team was setting up customers fully and in a timely manner according to department goals - Promoted for the third time after helping train and transition a full team turn over in Onboarding - Lead Customer Care Committee, creating efforts to go above and beyond for our customers and putting on a Happy Hour event for all local customers - Contributed to creating processes for outsourcing administrative work to overseas teams and then managed and audited work once process was in place- Managed all rescheduling of appointments across the entire department- Onboarded new customers, introducing them to their new software and giving them their first taste of the excellent customer service they would be receiving from our team

Austin, Texas, Us

- I moved into a Flex role for the department. I was moved into this role because I had the ability to work different positions, moving where extra help was needed day to day and focus on different projects as well- Fluidly transitioned in and out of Success, Onboarding, Product Set Up, and Retention roles as needed- Self-managed all customer outreach projects and managed quarterly company-wide sweepstakes - Organized a Trivia Night Event for the whole company to help boost morale and improve inter-departmental relations with the help of the Employee Advisory Group - Received two promotions during this time and continued to gain more projects in this role as I proved my ability to produce results under ambiguous conditions

Austin, Texas, Us

- Handled customer interactions by phone and email, measured on response time, volume and customer satisfaction- Held a 99% Customer Satisfaction rate and set a company record for the number of positive satisfaction responses. Also, set two company records in efficiency with the number of customer interactions handle in a month by phone and email - Lead New Hire training on high-volume ticket solving, improving customer experience, and training on Company Culture- Lead the Employee Advisory Group - This group represented all front line employees to upper management. Acting as a bridge of communication with a focus on improving life at OE for all employees- Worked in Zendesk, SalesForce, JIRA, Google Apps, and our company software- Was elected to participate in a Leadership Development Program, growing my skills and abilities as a Leader on the floor

Indianapolis, Indiana, Us

-Maintained Federal and State Licensing requirements to service clients in 6 states-Originated mortgage loans with all the available lead sources-Developed new prospects, turned them into customer relationships, and applied expert knowledge of the business and products to generate loans for customers-Gave advanced service and education to customers by excelling in home mortgage terminology, home mortgage forms, guidelines, disclosures, and credit reporting-Explored multiple investors, products, guidelines, and pricing options when structuring and building loan options to fulfill the exact needs of each customer-Evaluated loan applications and documentation to complete loan contracts, explaining provisions to customers, obtaining all signatures and collecting all applicable fees-Maintained a positive customer relationship at all times by providing an excellent customer experience from application to close -Achieved documented key performance indicators as established by management on a daily, weekly and monthly basis-Worked a flexible schedule including weekends, early mornings and late nights to complete all job tasks within established timeframes

Cincinnati, Oh, Us

-Negotiated all forms of short and long term advertising plans for new and direct business-Met and exceeded quarterly and annual budgets-Prospected and pursued new business with local businesses of all kinds-Promoted and sold sponsorship packages and custom vignette opportunities for new and core clients-Met with business clients, built a relationship of trust and talked to them about their goals, shortfalls, strong suits and points of difference-Customized multi-platform marketing strategies for clients to help them meet and exceed their goals

Statesboro, Georgia, Us